The National Survival Training Center in Spokane, Washington, teaches people how to save themselves if they are ever kidnapped by terrorists. The training requires customers to experience a simulated hostage situation. Then the victims are graded on the probability they would have survived if it were a real kidnapping. The fact not everyone will get the same benefits from the training illustrates the _____ characteristic of services.

Question

Quizplus · Accepted Answer

The correct answer is heterogeneity, which refers to the variability in the performance and outcomes of services, meaning that not every participant will benefit from the service in the same way.

The National Survival Training Center in Spokane, Washington, Teaches People